• Utilize detailed performance metrics to increase headcount by greater than 50%.• Lead a team of 29 remote network engineers in a 24/7 environment.• Manage the full employee life cycle.• Conduct regular team meetings and one on ones in order to develop and coach engineers. • Collaborate with lead technical architects to create technical runbooks, improving overall team performance and reducing escalations.• Meet with department heads to develop a strategic path forward.• Monitor departmental performance to ensure goals are met.• Improve SLT adherence through the implementation of streamlined processes.• Regularly review incidents to ensure strict process compliance.• Revamp the team’s Confluence space, improving efficiency and decreasing onboarding time. • Effectively delegate tasks to ensure deadlines are met.• Partner with customer success teams to strengthen relationships and improve the customer experience. • Work directly with customers to identify areas for improvement and align goals.

• Engaged resources across the organization to mitigate impact to customer environments. • Kept detailed timelines in order to perform post-incident reviews.• Provided management with weekly status updates.• Worked with technical teams to identify chronic issues as well as areas for improvement. • Assisted with ServiceNow testing and implementation.

• Participated in interviewing panel to recruit high-performing talent.• Implemented a new tiering structure to allow for the separation of duties.• Met with direct reports regularly to discuss goals.• Worked with vendors to properly set expectations and improve service.• Performed major incident management. • Utilized SatusPage for maintenance and incident notifications.

• Recruited talent and assisted with professional development resulting in a promotion rate of greater than 75%.• Utilized available resources to analyze team metrics and performance data. • Assisted with procedure normalization across multiple disparate organizations following acquisitions.• Oversaw change management review.• Acted as an escalation point for critical issues. • Operated as a major incident manager in a 24/7 operating capacity.• Maintained detailed event records and completed RCAs and RFOs.• Used NetSuite to verify customer status, contacts, and resource allocation.

• Managed 10 direct reports in a 24/7 enterprise-level call center. • Developed talent with a focus on skills necessary to advance within the organization.• Promoted greater than 80% of Tier 1 Technicians within the organization. • Created and improved documentation and procedures for multiple teams.• Reached across disciplines to assist with system and functionality improvements.• Assisted in resolving complex customer issues in a highly diverse environment with strict SLAs.• Effectively communicated with key stakeholders on topics such as major incidents, staffing, and process improvement.

• Performed basic network configuration and troubleshooting.• Maintained network asset inventory and contracts.• Utilized tools to track staff productivity metrics.• Assessed, prioritized and delegated tasks to engineers on all shifts.• Worked with customers to ensure timely and satisfactory issue resolution.

• Promoted to Senior Shift Lead role after 6 months of service.• Acted as a customer and company emissary.• Utilized OS and 3rd party tools to perform basic troubleshooting. • Delegated tasking amongst Tier I and engineering teams. • Followed documented procedures for troubleshooting and escalation.• Assisted with the implementation of a major system upgrade.• Effectively communicated with management regarding workflow, customer relations, and personnel matters.

• Regularly worked with vendors, such as HP, to performed RMAs. • Replaced faulty server components such as RAM, fans, and motherboards.• Wrote XML scripts used to test software in automation. • Installed and managed groups of lab servers.• Performed HP firmware upgrades on multiple server generations.• Utilized iLo and Putty for remote server management. • Reported weekly status to management.

• Worked with vendor and CFO to modernized executive conference room. • Purged Active Directory groups by 75%.• Cleansed asset inventory.• Utilized Alteris to image multiple machines. • Participated in Office 2010 migration.• Created process to capture hardware and software inventory for remote PCs. • Managed AT&T Blackberry user accounts.• Performed audits of staff cell phone usage to ensure utilization was within the expected range.

Supervised twelve employees in daily operationsHandled customer service issues in timely manorFrequently handled customer service relations via telephone